Senior Principal Experience and Enablement Specialist - Payer

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:  The Senior Principal, Experience and Enablement is a member of the Customer Experience & Enablement team reporting to the CX & Enablement Leader and is responsible leading the team (directly and indirectly) in the effective creation, enhancement and delivery of both internal and client-facing enablement for Sales, Presales, Customer Success and Support readiness for the Inovalon portfolio.   This is a fast-paced role, requiring flexibility collaborating with Marketing, Customer Success, Sales, Engineering and Operations.

Duties and Responsibilities:

• Act as a liaison between Sales, Success, Marketing, and Product teams to ensure that we are delivering consistent, up to date and relevant messages to our field organization;

• Support the internal enablement strategy and project management activities of innovative and digital field training;
• Empower each learner with various assets such as knowledge base, video content, certifications, training classes and other learning opportunities;
• Work with cross-functional leaders to support the day-to-day training management of the sales, success and support organizations, enabling each to spend more time on customer-facing activities;
• Proactively, solicit and gather voice of customer feedback from the sales and customer success teams on a regular basis to constantly improve support programs with the customer in mind;
• Collaborate with cross-functional leaders and to manage all aspects of running the department including, business planning, content strategy and course development;
• Design, deliver and maintain a comprehensive field enablement roadmap, which should encompass the market, competition, company, products and services, sales processes and systems, sales methodology, management, coaching, sales tools and skills training;
• Driving measurement of the effectiveness of our enablement deliverables;

• Continuously innovate on all aspects of enablement including programs, delivery, adoption, and reporting;
• Own the definition of all process and knowledge/competency standards across the entire customer journey and define the QA process to ensure compliance and adherence to those standards;
• Drive innovative and creative thinking in how we best educate our employees and customers. Continually evolve offerings and implement modern approaches to learning including video, mobile, gamification, social media, podcasts, webcasts, blogs and more;
• Research and identify learning needs of our employees & customers, coordinating the design, development and execution of training solutions. Determining training and development priorities as a result of needs analysis and acquiring or developing programs and resources to meet priority needs;
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements

• Minimum of 10 years in Learning & Development, sales/revenue enablement, or similar disciplines;
• Experience generating revenue, creating new business and be able to maximize sales and support leader’s effectiveness;
• Ability to define specific needs of the business and provide appropriate recommendations;
• Desire to lead, direct and facilitate complex projects that drive change in the organization and promote efficiencies and effectiveness;
• Excellent verbal and written communication capabilities demonstrating success in conveying messages across a diverse set of stakeholders;
• Possess a can-do, positive mindset that is eager to make an impact throughout the organization;
• Strong interpersonal and team building skills; ability to wor